This is a remote position.

Delta Dental of Michigan may be required to comply with applicable federal, state, and local laws, regulations, and orders regarding COVID-19 workplace safety protocols. This includes compliance with any applicable federal, state, or local COVID-19 vaccination, masking, social distancing, and/or other workplace safety guidance.

If and/or when such COVID-19 workplace safety laws, regulations, or orders become effective, Delta Dental of Michigan reserves the right to require all employees, as a term and condition of employment, to comply with such requirements. This may include adherence to workplace safety measures such as masking or social distancing, or to provide proof of vaccination, become vaccinated, or obtain approved medical or religious accommodation in accordance with applicable laws, regulations, or orders.

Delta Dental of Michigan, Ohio, and Indiana is a leader in dental benefits, plus so much more.

We improve oral health through benefit plans, advocacy and community support, and our corporate giving builds healthy, smart, vibrant communities for all. We devote our time, talents and financial resources to improve oral and overall health, and we invest in initiatives that support youth, education, workforce and economic development.

We are a force for good-part of the reason why employees find working at Delta Dental fulfilling. Delta Dental companies nationwide comprise the Delta Dental Plans Association, which provides coverage to more than 83 million Americans and operates two of the nation's largest networks of participating dentists. For more, visitwww.deltadentalmi.comandwww.vibrantcommunities.com, and apply online atwww.deltadentalmi.com/careers.

Job Summary:To lead the analysis and administration of the daily operational needs of the Customer Service contact center in order to ensure that departmental goals and objectives are met.

Primary Job Responsibilities:

• Analyzes intraday departmental workloads, including incoming calls and document queues, in order to ensure appropriate coverage levels.

• Monitors real time adherence to schedule and department efficiency.

• Recommends necessary changes to department management based on real time workload analysis.

• Approves exception activities and updates schedules to reflect necessary changes.

• Assists in the review of staffing levels, capacity, and forecasting.

• Assists in short and long term department workforce planning.

• Analyzes and reports on department statistics and other data on a daily and monthly basis (i.e., service levels, answer rate, ASA, etc.) and creates plans for addressing metrics that are not within expected standards.

Perform other related assigned duties as necessary to complete the Primary Job Responsibilities as described above.

Position requires an associate's degree and two years of experience responding to customer inquiries in a customer service or operations environment. Experience in workforce planning in a call center is preferred. Will accept any suitable combination of education, training, or experience.

Position requires advanced knowledge of spreadsheet, word processing, database, and visual presentation applications; strong verbal and written communication skills; strong interpersonal skills; strong analytical and problem solving skills; the ability to work independently and as part of a team; and the ability to identify and solve problems using independent judgement.